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An eMac (USB 2.0) is displaying a flashing question mark at startup. When you start up the computer from a known-good bootable external FireWire hard drive the internal hard drive does not appear on the desktop. What is the recommended order in which to attempt the following troubleshooting steps on the internal hard drive?
Replace the hard drive.

Reinitialize the hard drive.

Replace the hard drive cable.

Verify the hard drive’s cable connections.

Reinstall the software drivers for the hard drive.
A. 1, 3, 4, 2, 5
B. 2, 1, 3, 5, 4
C. 3, 1, 4, 5, 2
D. 4, 1, 5, 2, 3
E. 5, 4, 2, 3, 1

Correct Answer: E
A customer states that he cannot open an AppleWorks file. What is the most productive question to ask him FIRST?
A. Can you open any files?
B. Can you open other AppleWorks files?
C. What version of AppleWorks are you using?
D. In your Mac connected to a network?

Correct Answer: B
A hard dive in a Power Mac G4 (QuickSilver) is not spinning after the computer is powered on. You have verified that the drive power cable connector has no voltage by using a voltmeter. Which of the following is the most appropriate part or module to replace in this situation?
A. Hard Drive
B. Hard Drive Data Cable
C. Power Supply Assembly
D. Cable Harness Assembly

Correct Answer: C
Which THREE of the following computers uses Serial ATA hard drive technology? Select three.
A. Power Mac G4 (FW 800)
B. Power Mac G5 (Uni 1.6GHz)
C. Power Mac G5 (Dual 2.0 GHz)
D. Power Mac G4 (Mirrored Drive Doors)
E. Power Mac G5 (June 2004 Dual 2.5 GHz)

Correct Answer: BCE
A customer states that he has never been able to burn DVD’s with his eMac (USB 2.0), yet his friend has an identical-looking eMac (USB 2.0) that can burn DVD’s. You have verified that the customer’s eMac (USB 2.0) has a DVD / CD-RW Combo optical drive and is running the latest version of Mac OS X. The eMac has no other problems. What is the probable cause is this issue?
A. The eMac (USB 2.0) requires more RAM.
B. The eMac (USB 2.0) requires a firmware update.
C. The Combo drive is not capable of burning DVD’s.
D. The eMac (USB 2.O) optical drive is malfunctioning.

Correct Answer: C
You are working on an eMac that has no video on its built-in display. The fan is spinning, and there is drive activity present. You have tried resetting PRAM, booting to a known-good CD, and resetting the PMUm but the issue persists. You have also connected a known-good external VGA monitor to the eMac’s video out port, but failed to see any video on the external display. Which of the following is the most appropriate part or module to replace in this situation?
B. Logic Board
C. Power Supply
D. Display / Analog Assembly

Correct Answer: B
Which THREE of the following symptoms would be best resolved by performing a PMU reset as a first step? (Choose three)
A. Network / Internet connectivity issue.
B. No power / computer does not function.
C. Cursor randomly freezes on the display.
D. USB and/or FireWire port(s) do not function.
E. Computer does not sleep / wake from sleep.

Correct Answer: BCE
Which TWO of the following features are part of the Universal Motherboard Architecture in Apple desktop computers? (Choose two)
C. FireWire
D. Target Disk Mode
E. Power Manager 2.0
F. Hardware DVD decoding

Correct Answer: CE
A Power Mac G5 fails to start up, and the status light on the front of the computer flashes three times. What does this indicate?
A. Thermal failure
B. No startup disk found
C. Firmware v3.0 upgrade required
D. No RAM bank passed memory testing

Correct Answer: D
Which of the following Power Mac G5 internal fans can only be replaced by replacing the entire G5 enclosure?
A. Front inlet fan
B. Rear exhaust fan
C. Media blower / fan
D. Speaker / fan assembly
E. Power supply fan assembly
Correct Answer: C
Which TWO of the following computers can accept a 184-pin DDR333 PC2700 SDRAM DIMM? (Choose two)
A. iMac (Flat Panel)
B. eMac (USB 2.0)
C. Power Mac G5 (Uni 1.6Ghz)
D. Power Mac G5 (Dual 2.0 Ghz)
E. Power Mac G5 (June 2004 Dual 2.5 Ghz)

Correct Answer: BC
What is the function of the PMU in an Apple desktop computer?
A. The PMU controls all aspects of power flow.
B. The PMU controls the speed of the hard drive.
C. The PMU manages the amount of virtual memory used.
D. The PMU manages all communication with attached peripherals.

Correct Answer: A
A Power Mac G5 sometimes becomes unresponsive and the cursor freezes on the display when running an application. You have verified the symptom, have already attempted to force the application to quit, but the computer remains unresponsive.
What should you try next?
A. Hold the mouse button down for several seconds to regain cursor control.
B. Press the power button for several seconds to try shutting the computer down.
C. Disconnect and reconnect all peripherals to reset the Open Firmware Device Tree.
D. Disconnect the power cord and the backup battery for several minutes to reset the PMU.

Correct Answer: B
The fans inside a customer’s Power Mac G5 seem to constantly run at full speed after a repair involving logic board replacement. What should be done FIRST to correct this problem?
A. Replace the processor(s).
B. Run Apple Service Diagnostic.
C. Replace the fans inside the Power Mac G5.
D. Replace the Power Mac G5 logic board again.

Correct Answer: B
You are troubleshooting an eMac system that has Mac OS X. The icon of a connected external FireWire drive is not appearing on the Finder Desktop. Which of the following would be MOST useful in troubleshooting this issue?
A. Terminal
B. Network Utility
C. Process Viewer
D. System Profile
E. Apple Hardware Test
Correct Answer: D QUESTION 109
A Macintosh can start up from Mac OS X, but not from Mac OS 9. If you select the Mac OS 9 System Folder in the Startup Disk preference pane of MAC OS X, a flashing question mark appears on the screen when you restart the computer. What is one possible cause of this condition?
A. The disk was reformatted using Disk Utility for Mac OS X, using the HFS Plus (extended) format instead of HFS format.
B. The disk was reformatted using Disk Utility for Mac OS X, and the option to install the Mac OS 9 drivers was not selected.
C. The disk was reformatted using Disk Utility for Mac OS X, using the HFS format instead of HFS Plus (extended) format.
D. This Macintosh does not support booting into Mac OS 9.

Correct Answer: B QUESTION 110
What is the first step to take if you have an iMac (Flat Panel) that constantly ejects any CD / DVD that is inserted?
A. Replace the optical drive.
B. Replace the optical drive cable.
C. Replace the optical drive bezel.
D. Disconnect all peripheral devices, especially the mouse.

Correct Answer: D QUESTION 111
A customer needs to transfer data from her eMac for use on her Power Mac G5, but the eMac fails to start up completely due to a video issue.
Which of the following would most easily accomplish the data transfer?
A. Remove the hard drive from the eMac and install it into the Power Mac G5.
B. The eMac will need to be replaced before any data can be recovered from it.
C. Boot the eMac into Mac OS X Safe Mode and connect the eMac and Power Mac G5 with an Ethernet cable.
D. Boot the eMac into Target Disk Mode and connect the eMac and Power Mac G5 with a FireWire cable.

Correct Answer: D QUESTION 112
A Power Mac G4 (Mirrored Doors) displays a flashing question mark at startup. Which step does Apple recommend you take FIRST?
A. Reset Parameter RAM.
B. Try to start up from a bootable CD or DVD.
C. Reinitialize the hard disk and reinstall the Mac OS.
D. Replace the internal hard drive with a known-good hard drive.

Correct Answer: B QUESTION 113
Which of the following Apple diagnostic utilities is the most appropriate for a service technician to test an eMac (USB 2.0)?
A. Mac Test Pro
B. Tech Tool Deluxe
C. Apple Hardware Test
D. Apple Service Diagnostic

Correct Answer: D
You have just completed replacing a logic board in an iMac (Flat Panel) and are reassembling the computer. Which of the following special tools is recommended during this reassembly?
A. CRT discharge tool
B. Torque screwdriver
C. Spring tensioning tool
D. Jumper adjustment tool

Correct Answer: B
In the component isolation technique, if you do not get a startup chime and/or a flashing question mark, you check the components of the minimal system by _________.
A. Visually inspecting them for damage.
B. Replacing them with known-good parts in any order.
C. Adding more known-good parts in a specified order.
D. Replacing them with known-good parts in specified order.

Correct Answer: D
When practicing component isolation, which ONE of the following components would NOT be a part of a minimal system configuration for a Power Mac G4 (Mirrored Doors)?
B. Speaker
C. Hard Drive
D. Logic Board
E. Power Cable
F. Power Supply
G. Front Panel Board
H. Processor with Heatsink

Correct Answer: C
The basis for the component isolation troubleshooting technique is an understanding of ______ within computers.
A. power flow
B. software data flow
C. firmware data flow
D. processor instruction flow

Correct Answer: A
When setting up a minimal system using the component isolation technique, you start with only the components necessary to_____.
A. Boot the system into Mac OS 9.
B. Boot the system into Mac OS X.
C. Boot the system into Open Firmware diagnostics.
D. Hear a boot chime and/or see a flashing question mark on a display.

Correct Answer: D QUESTION 119
You are using component isolation to troubleshoot a Power Mac G4 (Quicksilver).
You have already reduced the computer to the appropriate minimal configuration.
You have just installed a known-good video card and have attached a known-good external VGA display to it. Upon startup, you see a flashing question mark on the VGA display, but you hear no startup chime. What signals or power could be missing to cause this problem?
A. Timing signals to the processor through the logic board.
B. Power to the memory subsystem through the logic board.
C. Backup battery voltage to the PMU through the logic board.
D. Audio signals to the speaker through the front panel board.

Correct Answer: D QUESTION 120
What is the BEST way to properly ground an ESD workbench mat?
A. Attach the mat to the unit being serviced.
B. Connect the mat to a grounded electrical outlet.
C. Connect only the wriest strap and cord to a grounded electrical outlet.
D. Connect the wrist strap and cord only to the mat.

Correct Answer: B QUESTION 121
What humidity level should be maintained to ensure an ESD-safe environment?
A. 25%-40%
B. 50%-75%
C. 75%-90%
D. 90%-100%

Correct Answer: C QUESTION 122
Which FOUR of the following actions helps reduce the risk of damage from ESD? (Choose four)
A. Ground yourself and the equipment you are working on.
B. Always place ESD-sensitive components on metal surfaces.
C. Handle all ESD-sensitive boards by the connectors, not the edges.
D. Use static-shielding storage bags for ESD-sensitive components.
E. Do not bring plastic, vinyl, or foamed polystyrene near ESD-sensitive components.

Correct Answer: ACDE

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